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C2M.CCB V2.6 3.3.5.1 C2M.CCB Establish and Maintain Loan Creation Date: December 2, 2011 Last Updated: June 29, 2022

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C2M.CCB V2.6

3.3.5.1 C2M.CCB Establish and Maintain Loan

Creation Date: December 2, 2011Last Updated: May 15, 2023

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Copyright © 2017, Oracle. All rights reserved.This document is provided for information purposes only and the contents hereof are subject to change without notice.This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or impliedin law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim anyliability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This documentmay not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

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Contents

BRIEF DESCRIPTION.......................................................................................................................................................................................4BUSINESS PROCESS MODEL PAGE 1...............................................................................................................................................................5BUSINESS PROCESS MODEL PAGE 2...............................................................................................................................................................6BUSINESS PROCESS MODEL PAGE 3...............................................................................................................................................................7BUSINESS PROCESS MODEL PAGE 4...............................................................................................................................................................8BUSINESS PROCESS MODEL PAGE 5...............................................................................................................................................................9BUSINESS PROCESS MODEL PAGE 6.............................................................................................................................................................10DETAIL BUSINESS PROCESS MODEL DESCRIPTION..............................................................................................................................................11TEST DOCUMENTATION RELATED TO THE CURRENT PROCESS...............................................................................................................................29DOCUMENT CONTROL................................................................................................................................................................................. 30ATTACHMENTS:.......................................................................................................................................................................................... 31

Control Central Search........................................................................................................................................................................31Dashboard.......................................................................................................................................................................................... 31Account Financial History...................................................................................................................................................................31Billing History......................................................................................................................................................................................31Admin Menu Installation Options Control Central Alerts....................................................................................................................31Loan Service Agreement.....................................................................................................................................................................32Customer Contact Notebook...............................................................................................................................................................32Account Notebook – Credit and Collection..........................................................................................................................................32Loan – Main........................................................................................................................................................................................32

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Brief DescriptionBusiness Process: 3.3.5.1 C2M.CCB.Establish and Maintain Loan Process Type: Sub Process Parent Process: 3.3.2 C2M.CCB.Manage Service Agreement Sibling Processes: 3.3.2.1 C2M.CCB.Start Premise Based Service, 3.3.2.3 C2M.CCB.Stop Premise Based Service,

3.3.2.2 C2M.CCB.Start Non-Premise Based Service, 3.3.2.4 C2M.CCB.Stop Non-Premise Based Service 3.3.1.1 C2M.CCB.Establish Person and/or Account, 3.4.1.1 C2M.CCB.Manage Customer Contacts, 4.2.2.5 C2M.CCB.Manage Loan Charges

Organizations may offer special services and products for their customers and allow the customer to pay in installments over time. This process outlines how the Loan Service Agreement functionality in C2M(CCB) can be used to set up loans for customers. Examples of loans can include:

Conservation options for insulation and high-energy furnaces

Service extensions for new construction or Service upgrades

Products that promote the services of the organization

Loans are separate Service Agreements and hold the loan terms, including the loan amount, periodic payment amount, number of payment periods, interest rate, and billing frequency based on configurable business rules.

When the customer enters into a Loan with the organization regular billing occurs with a due date for loan payments. If the customer does not pay in a timely manner, C2M(CCB) can prompt the customer or flag the organization to begin collection efforts.

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Business Process Model Page 1

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Business Process Model Page 2

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Business Process Model Page 3

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Business Process Model Page 4

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Detail Business Process Model Description1.0 Search for Customer Actor/Role: CSR or Authorized User Description:Upon receipt of request to Start or Stop a Loan, the CSR or Authorized User locates the existing customer in C2M(CCB) using Control Central Search. When a customer is selected, the CSR or Authorized User is automatically transferred to Control Central – Account Information refreshed with the selected customer’s data. Dashboard Alerts provide the CSR or Authorized User with pertinent information for the customer including Pending Starts and Stops.

Business Object Y Business Object:

Process Plug-in enabled Y Available Algorithm(s):

Configuration required Y Entities to Configure:

1.1 Evaluate Eligibility Establish Customer And Loan Actor/Role: CSR or Authorized User Description:If the customer is not setup in C2M(CCB), the CSR or Authorized User investigates and reviews available information from other sources to determine if the customer is eligible for a loan with the organization. Eligibility is based on the individual organization’s business rules and operating procedures.

1.2 3.3.1.1 Establish Person and/or Account Process Actor/Role: CSR or Authorized User Description:The customer requires establishing the Person and/or Account records in C2M(CCB). Refer to 3.3.1.1 C2M.CCB.Establish Person and/or Account Process. Once the customer is established and more information provided, the CSR or Authorized User may further evaluate in Step 1.3 or move directly to Step 1.4.

1.3 Evaluate Customer Eligibility for Loan 11

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C1-InstallationPerson - Installation Options - Person

PERS-INFO - Main name (alternate name) - phone numberNMFM-VALFMT–LAST,FIRST – This person name format validation algorithm validates a person's name contains a Name Separator Character.

Installation Options

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Actor/Role: CSR or Authorized UserDescription:The existing customer or new customer is evaluated for loan eligibility. It is possible the organization may use an external credit agency to check credit of new or existing customers. The Account Financial History, Billing History, Customer Contacts, and Credit and Collection History for existing customers may be reviewed. Each organization will have established business rules and operating procedures to confirm eligibility for a loan.

1.4 Gather Details and Verify Loan Actor/Role: CSR or Authorized User Description:The CSR or Authorized User verifies the Loan Service Agreement type that will be established for the customer. The interest rate, and payment amount and payment periods are confirmed prior to setup of the loan in C2M(CCB). Configuration required Y Entities to Configure:

1.5 Select Loan SA Type to Start Actor/Role: CSR or Authorized User Description:The CSR or Authorized User populates the specific Loan SA Type for the given customer. Configuration required Y Entities to Configure:

1.6 Populate Specific Data for Loan SA Actor/Role: CSR or Authorized UserDescription:The CSR or Authorized User populates additional information required for the Loan SA Type. Start Option, payment periods or payment amount are additional fields to be completed. Configuration required Y Entities to Configure:

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SA TypeSA Start OptionAdjustment TypeCharacteristic TypeCharacteristic ValueRate ScheduleInterest Bill FactorDistribution CodeFrequencyAdjustment Type Profile

SA TypeSA Start Option

SA TypeSA Start Option

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1.7 Override Standard Options Actor/Role: CSR or Authorized UserDescription:Based on establish business rules, the CSR or Authorized User may change the start option, loan amount, payment periods or payment amounts for the Loan Service Agreement. Configuration required Y Entities to Configure:

1.8 Request Loan Calculation: Actor/Role: CSR or Authorized User Description:Once all required information is entered, the CSR or Authorized User requests to calculate payment periods, installment amount and interest amount.

1.9 Calculate Loan Payment Periods and Installment Amount Actor/Role: C2M(CCB) Description:Based on the Loan information entered, C2M(CCB) then calculates the number of periods and installment amount for the Loan Service Agreement.

Process Plug-in enabled Y Available Algorithm(s):

Configuration required Y Entities to Configure:

2.0 Calculate Loan Interest Actor/Role: C2M(CCB) Description:Based on the Loan information entered, C2M(CCB) calculates the interest rate for the Loan Service Agreement. The interest rate may be overridden.

Process Plug-in enabled Y Available Algorithm(s):13

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SA TypeSA Start Option

LPDA-SI – This loan amortization period and payment amount algorithm is used for calculating the number of amortization periods or the fixed amortization amount for a simple interest loan.LINT-SI - This loan interest charge algorithm calculates the interest charge (using simple interest only) for a loan service agreement for a particular bill period.The interest calculation is based on: 1) unbilled principal (i.e., the service agreement's payoff balance minus the current balance), 2) the number of billing periods covered by the bill, and 3) the interest rate.

SA TypeSA Start Option

LINT-SI - This loan interest charge algorithm calculates the interest charge (using simple interest only) for a loan service agreement for a particular bill period.

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Configuration required Y Entities to Configure:

2.0.1 Request Start Loan SA Actor/Role: CSR or Authorized User Description:Once all required information is entered, the CSR or Authorized User confirms and initiates the start for the Loan Service Agreement.

2.1 Add Loan SA in Pending Start Status Actor/Role: C2M(CCB) Description:The Loan Service Agreement is established in a Pending Start Status. If configured, a To Do entry can be created when the Loan Service Agreement is created.

Process Plug-in enabled Y Available Algorithm(s):

Configuration Y Entities to Configure:

2.3 Add Pending Start SA Alert Actor/Role: C2M(CCB) Description:C2M(CCB) creates a Pending Start Dashboard Alert for informational and navigational purposes.

Process Plug-in enabled Y Available Algorithm(s):

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SA TypeSA Start OptionRate Schedule

New SA To Do - Create a To Do entry when a SA is added

To Do TypeTo Do Role

C1_PENDST-DF – This control central alert algorithm highlights if the account in context has any pending start service agreement(s).Installation Options – Control Central Alerts

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Configuration Y Entities to Configure:

2.4 Confirm Start Information Actor/Role: CSR or Authorized User Description:The CSR or Authorized User reviews and confirms that the Loan Service Agreement information is correct and processing can proceed.

2.5 Request Add Bill Cycle to Account Actor/Role: CSR or Authorized User Description:If the Account does not have a Bill Cycle associated with other Premise Based Service Agreements or requires changing of the bill cycle, the CSR adds or updates the Bill Cycle for the Account. Configuration required Y Entities to Configure:

2.6 Add Bill Cycle to Account Actor/Role: C2M(CCB) Description:The Bill Cycle for the Account is updated in C2M(CCB). Configuration required Y Entities to Configure:

2.7 Enter Changes in Start Information – Mailing Address Actor/Role: CSR or Authorized UserDescription:There is dialogue with the customer. The CSR or Authorized User enters any new mailing address or other information. The system defaults to mailing premise. The CSR or Authorized User can change the default. C2M(CCB) address sources include Person, Premise, and Account. The address information is effective when the Service Agreement is activated.

Configuration required Y Entities to Configure:

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Installation Options

Bill CycleBill Cycle Schedule

Bill CycleBill Cycle Schedule

Postal Code DefaultInstallation OptionsBill Route TypeCountry

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2.8 Update Start and Store Future Mailing Address Actor/Role: C2M(CCB) Description:Changes in start information or mailing address is updated and stored in C2M(CCB).

Configuration required Y Entities to Configure:

2.9 3.3.2.1 Start Premise Based Service Actor/Role: CSR or Authorized User Description:It is possible there are other premise based services to start for the customer. Refer to 3.3.2.1 Start Premise Based Service.

3.0 Evaluate Pending Start Loan SA Actor/Role: CSR or Authorized User Description:The CSR or Authorized User reviews the pending start Loan Service Agreement. Prior to Service Agreement activation, it may be determined the Service Agreement needs to be updated, activated manually or canceled. The Customer may call and indicate they are not proceeding with the Loan.

3.1 Request Activate Loan SA Actor/Role: CSR or Authorized User Description:It is determined to manually activate the Loan Service Agreement. It may require immediate billing. Manual activation can be the result of processing an exception.

3.2 Update Loan SA and Change Status to Active Group: Service Agreement Activation Actor/Role: C2M(CCB) Description:The Loan Service Agreement is transitioned to an Active status in C2M(CCB). Activation is similar for manual or batch processing. Manual Process: The CSR or Authorized User may transition the Service Agreement to Active as a result of exception processing.

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Postal Code DefaultInstallation OptionsBill Route TypeCountry

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Automated Process: C2M(CCB) will automatically transition the Service Agreement to Active status when all required information is made available.

Customizable process N Process Name

3.3 Add Customer Contact Actor/Role: C2M(CCB) Description:The Customer Contact is added in C2M(CCB), if configured C2M(CCB) can automatically create a Customer Contact when Service Agreements are activated. C2M(CCB) creates a Dashboard Alert for the Customer Contact information and displays the last contact in the Dashboard Alert.Manual Process: – The CSR or Authorized User can create a Customer Contact online based on established business rules. Automated Process: – Based on configuration a Customer Contact can be created automatically.

Process Plug-in enabled Y Available Algorithm(s):

Configuration required Y Entities to Configure:

3.4 Initiate Cancel for Pending Start Loan SA Actor/Role: CSR or Authorized User Description:The CSR or Authorized User determines the Loan Service Agreement should not be started. There may be dialogue with the customer and the customer is not proceeding with the Loan.

3.5 Cancel Pending Start for Loan SA Actor/Role: C2M(CCB) Description:The Pending Start Loan Service Agreement is canceled in C2M(CCB). Since the Service Agreement was not started there is no record of the Service Agreement now in C2M(CCB).

3.6 Request Change Loan Amount 17

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SAACT - The service agreement activation process updates pending start and pending stop service agreements, when all required information is available.

SAAT-CC – Algorithm type SA Type –SA Activation – this algorithm creates a Customer Contact

SA TypeInstallation OptionsCustomer Contact ClassCustomer Contact Type

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Actor/Role: CSR Description:If the Service Agreement is still in Pending Start Status the Loan Amount may be changed. The CSR or Authorized User determines to change the Loan Amount.

3.7 Update Loan Amount Actor/Role: C2M(CCB) Description:The overall Loan Amount is updated in C2M(CCB).

Process Plug-in enabled Y Available Algorithm(s):

Configuration required Y Entities to Configure:

3.8 Request Override Interest Rate Actor/Role: CSR or Authorized User Description:Based on established business rules, the configured interest rate may be overridden. This may be due to renegotiation of the Loan terms. The CSR or Authorized User changes the interest rate.

3.9 Request Change Payment Amount and/or Number of Installments Actor/Role: CSR or Authorized User Description:Based on established business rules, the CSR or Authorized User determines to change the payment amount or number of installments. This may be due to renegotiation of the Loan terms.

4.0 Request New Amortization Schedule Actor/Role: CSR or Authorized User Description:If the loan amount, interest rate, payment amount or number of installments has changed, the amortization schedule also needs to be updated to reflect the changes. The CSR or Authorized User requests this maintenance activity.

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ADJT-TA - Payoff Amt = Adj / Current Amt = 0 FT algorithm. It creates a financial transaction for adjustments.ADJT-CA - Payoff Amt = 0 / Current Amt = Adj Amount (no GL) FT algorithm. It creates a financial transaction for adjustments.ADJT-NM - Payoff Amt = Adj / Current Amt = Adj FT algorithm It creates a financial transaction for adjustments.

Adjustment typeAdjustment type profileDistribution codes

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4.1 Identify Pending Start Service Agreements Ready for Activation Group: Service Agreement Activation Actor/Role: C2M(CCB) Description:The Service Agreement Activation background process, SAACT, periodically checks and selects Service Agreements with a Start Date less than or equal to the current date. This background process then attempts to transition the Service Agreement to Active. Manual Process: The CSR or Authorized User may transition the Service Agreement to Active as a result of exception processing.Automated Process: C2M(CCB) will automatically transition the Service Agreement to Active status when all required information is made available.

Customizable process N Process Name:

4.2.2.1 Highlight Exceptions Group: Service Agreement Activation Actor/Role: C2M(CCB) Description:The background process, SAACT, Service Agreement Activation, periodically checks to see if Service Agreements can be activated. C2M(CCB) creates an exception processing record for each Service Agreement with the Service Agreement’s effective start date less than the current date and with missing or incomplete information. The Service Agreement may also be manually activated. A separate background process creates To Do Entries for Pending Start/Stops that are older than a configured date. To Do Type and To Do Roles must also be configured.

Customizable process N Process Name:

4.2.2.2 Create To Do Entry Group: Service Agreement Activation Actor/Role: C2M(CCB) Description:If configured, To Do Entries are created for exception processing. The exception is also available for viewing and resolution on a separate page in C2M(CCB).

Customizable process N Process Name:

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SAACT - SA Activation – activates and stops Service Agreements when all required information is available.

SAACT - SA Activation – activates and stops Service Agreements when all required information is available.

SAACT - SA Activation – activates and stops Service Agreements when all required information is available.TD-SSFTL To Do for Old Pending Start/Stops-catches start/stop requests that have gone unfulfilled.

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Configuration required Y Entities to Configure:

4.2.2.3 Investigate and Resolve Error Actor/Role: CSR or Authorized User Description:Based on established business rules, the CSR or Authorized User investigates possible solutions or workarounds for the missing or incomplete information related to the Loan Service Agreement Activation. The CSR or Authorized User enters this information in C2M(CCB).

4.2.2.4 Request Update Loan SA Information Actor/Role: CSR or Authorized User Description:Once changes are made, the CSR or Authorized User saves information required to activate the Loan Service Agreement in C2M(CCB).

4.2.2.5 Update Loan SA Actor/Role: C2M(CCB) Description:The Loan Service Agreement is updated in C2M(CCB).

4.2.2.6 Request Complete To Do Actor/Role: CSR or Authorized User Description:If the background process creates a To Do Entry, the CSR or Authorized User marks the To Do Entry as complete and requests completion of the To Do Entry once the error is resolved. The CSR or Authorized User may add comments or a log entry for future reference. Configuration required Y Entities to Configure:

4.2.2.7 Complete To Do Actor/Role: C2M(CCB) Description:The To Do Entry is updated to Complete status in C2M(CCB). Configuration required Y Entities to Configure:

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To Do TypesTo Do Roles

To Do RoleTo Do Type

To Do RoleTo Do Type

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4.3 Analyze Loan SA Actor/Role: CSR or Authorized User Description:The Loan Service Agreement is evaluated and reviewed for any required updates or requests for renegotiation from the customer.

4.4 Request Update Loan Principal Amount Actor/Role: CSR or Authorized User Description:The adjustment functionality in C2M(CCB) is used if the CSR or Authorized User needs to make changes to the Loan Principal Amount after the Loan Service Agreement is Active. Based on established business rules, the CSR or Authorized User makes a change to the Loan Principal Amount. It is possible the business rules require the Loan be stopped or canceled and a new Loan started. These are also available options.

4.5 Update Loan SA Principal Amount Actor/Role: C2M(CCB) Description:The Loan principal amount is updated in C2M(CCB).

4.6 Request Adjust Update Current and/or Payoff Balance Actor/Role: CSR or Authorized User Description:Due to changing the principal amount or as a result of exception processing the CSR or Authorized User determines the current and/or payoff balance requires updating. The adjustment functionality in C2M(CCB) is used for the updates. Configuration required Y Entities to Configure:

4.7 Update Balances Actor/Role: C2M(CCB) Description:The current and/or payoff balance is updated in C2M(CCB).

Configuration required Y Entities to Configure:

4.8 Evaluate Eligibility for Cancellation 21

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Adjustment TypeAdjustment type profile

Adjustment TypeAdjustment type profile

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Actor/Role: CSR Description:At times a Loan Service Agreement requires cancellation. Typically this occurs when the Loan Service Agreement was created in error. As part of the cancellation process, the CSR or Authorized User determines if any associated financial transactions for the Active Service Agreement require cancellation. All financial transactions (bills, payments or adjustments) must be canceled before a Service Agreement can transition to Canceled status.

4.9 Request Cancel Adjustment(s) and Update Balance Actor/Role: CSR or Authorized User Description:The CSR or Authorized User cancels applicable adjustment(s) in order to cancel the Service Agreement. The Service Agreement balance is updated accordingly. Configuration required Y Entities to Configure:

5.0 Cancel Adjustment(s) and Reflect Changes to Balance Actor/Role: C2M(CCB) Description:The Loan Service Agreement balance is updated in C2M(CCB) to reflect the adjustment cancellation. Configuration required Y Entities to Configure:

5.1 Cancel Bill Segment 4.2.2.5 C2M(CCB) Manage Loan Charges Actor/Role: CSR or Authorized User Description:Refer to 4.2.2.5 C2M(CCB) Manage Loan Charges for cancellation of Bill Segments.

5.2 Cancel Payment 4.3.1.1 C2M(CCB) Manage Payments Actor/Role: CSR or Authorized User Description:Refer to 4.3.1.1 C2M(CCB) Manage Payments for cancellation of Payments.

5.3 Initiate Cancel SA Actor/Role: CSR or Authorized User Description:When all financial transactions are canceled, the CSR or Authorized User changes the Service Agreement to Canceled.

5.4 Cancel SA Actor/Role: C2M(CCB)

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Cancel Reason

Cancel Reason

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Description:The Service Agreement is transitioned to a canceled status. Canceled is a final status. If configured, a To Do entry can be created when a Service Agreement is canceled.

Process Plug-in enabled Y Available Algorithm(s):

Configuration required Y Entities to Configure:

5.5 Analyze Pending Stop Loan SA Actor/Role: CSR or Authorized User Description:A Pending Stop Loan Service Agreement exists. The CSR or Authorized User reviews and evaluates the existing Pending Stop to determine if updates are required.

5.6 Evaluate Eligibility to Stop Loan SA Actor/Role: CSR or Authorized User Description:Normally the Loan Service Agreement is automatically stopped when the bill segment is generated for the last payment in the amortization schedule. It is possible the customer may pay off a loan before the full loan balance is due and may require a final bill immediately. The CSR or Authorized User determines the Loan can be stopped.

5.7 Make Changes for Mailing Address Actor/Role: CSR or Authorized User Description:The CSR or Authorized User enters any changes in the mailing address for the final bill to be sent.

Configuration required Y Entities to Configure:

5.8 Update Mailing Address Actor/Role: C2M(CCB) Description:The mailing address is updated and stored in C2M(CCB).

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SACA-CRTODO (Algorithm type) – Create To Do Entry when SA Canceled.

To Do TypeTo Do RoleCancel Reason

Postal Code DefaultInstallation OptionsBill Route TypeCountry

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5.9 Request Stop Loan SA and Populate End Date Actor/Role: CSR or Authorized User Description:The CSR or Authorized User determines to stop the Loan Service Agreement as of a given or requested date.

6.0 Update SA to Pending Stop Status Group: Stop SA Actor/Role: C2M(CCB)Description:The Loan Service Agreement is updated to Pending Stop status in C2M(CCB).

6.1 Add Alert for Pending Stop SA Group: Stop SA Actor/Role: C2M(CCB) Description:C2M(CCB) creates a Dashboard Alert for the Pending Stop Loan Service Agreement.

Process Plug-in enabled Y Available Algorithm(s):

Configuration required Y Entities to Configure:

6.2 Evaluate Pending Stop Loan SA Actor/Role: CSR or Authorized User Description:The CSR or Authorized User reviews the pending stop Loan Service Agreement. It may be determined the request to stop the Loan needs to be canceled. The request to Stop the Loan was in error.

6.3 Request Change Pending Stop to Active Status Actor/Role: CSR or Authorized User Description:The CSR or Authorized User enters the required information to return the Loan Service Agreement to Active status

6.4 Return Loan SA Status to Active Actor/Role: C2M(CCB)Description:The Loan Service Agreement is returned to an Active status in C2M(CCB).

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C1-STOP-SA – Highlight Stop SA’sInstallation Options Control Central Alerts

Installation Options

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6.5 Initiate Stop SA Actor/Role: CSR or Authorized User Description:The CSR or Authorized User manually transitions the Loan Service Agreement to Stopped in C2M(CCB).

6.6 Update SA and Change Status to Stopped Actor/Role: C2M(CCB) Description: The Service Agreement status is transitioned to Stopped in C2M(CCB). Manual Process: The CSR or Authorized User may transition the Service Agreement to Stopped as a result of exception processing.Automated Process: C2M(CCB) will automatically transition the Service Agreement to Stopped status when all required information is made available.

Process Plug-in enabled Y Available Algorithm(s):

Customizable process N Process Name:

Configuration required Y Entities to Configure:

6.7 Identify Pending Stop Loan Service Agreements Ready to Stop Group: Service Agreement Activation Process Actor/Role: C2M(CCB) Description:The Service Agreement Activation background process, SAACT, periodically checks and selects Service Agreements with a Stop Date less than or equal to the current date. This background process then attempts to transition the Service Agreement to Stopped.

Customizable process N Process Name

6.8.1.1 Change Bill Cycle to Expedite Final Bill Actor/Role: C2M(CCB) Description:

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C1-SAIS-ST – This algorithm automatically stops a pending stop service agreement (instead of waiting for the background process that transitions SAs from pending stop to stopped).

SAACT - SA Activation The service agreement activation process updates pending start and pending stop service agreements.

SA Type

SAACT - SA Activation The service agreement activation process updates pending start and pending stop service agreements.

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C2M(CCB) changes the bill cycle when the last Service Agreement for the account is stopped to allow for final bill creation. If other Active Service Agreements exist and the Loan Service Agreement is stopped, the final bill segment for the Loan will be created with the next regular bill for the customer.

6.8.1.2 Create Final Bill 4.2.2.5 C2M(CCB) Manage Loan Charges Actor/Role: C2M(CCB) Description:The Batch Billing process creates the final bill for the Customer. Refer to 4.2.2.5 C2M(CCB) Manage Loan Charges for creation of the final bill for the Loan Service Agreement.

6.9 Apply Payment 4.3.1.1 C2M(CCB) Manage Payments Actor/Role: CSR or Authorized User Description:Refer to 4.3.1.1 C2M(CCB) Manage Payments for payment of the final bill for the Loan Service Agreement.

7.0 Close SA Actor/Role: C2M(CCB) Description:The Service Agreement is automatically transitioned to Closed Status when the balance is” 0”.

7.1 Evaluate Loan SA Balance Actor/Role: C2M(CCB) Description:When financial transactions are applied to the Closed Loan Service Agreement, C2M(CCB) evaluates the balance to determine if the Loan Service Agreement should be Reactivated. When financial transactions are applied to the Reactivated Loan Service Agreement, C2M(CCB) again evaluates the balance to determine if the Loan Service Agreement should be Closed.

7.2 Reactivate Loan Actor/Role: C2M(CCB)Description:The Loan Service Agreement balance is no longer “0”. The Loan Service Agreement is transitioned to a Reactivated status.

7.3 Evaluate Eligibility to Reinstate Loan SA Actor/Role: CSR or Authorized User Description:At times it is necessary to reinstate a Loan SA and return the status to Active. The CSR or Authorized User reviews and gathers available information to reinstate the Loan Service Agreement.

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7.4 Initiate Reinstate Loan SA Actor/Role: CSR or Authorized User Description:The CSR or Authorized User initiates the Reinstate SA function.

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Test Documentation related to the Current Process

ID Document Name Test Type

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3.3.5.1 C2M.CCB.v2.6.Establish and Maintain Loan

Document ControlChange Record

1

Date Author Version Change Reference

12/23/09 Colleen King No Previous Document10/20/10 Geir Hedman Update Title and Content page12/14/10 Ze’ev Lavee Technical Updates2/8/11 Geir Hedman Update Document and Visio12/1/13 Muhssin Suliman Update document and Visio for V2.412/17/2013

Galina Polonsky Reviewed, Approved

09/11/2017

Ekta Dua Updated document and Visio for C2M

09/19/2017

Chetan Raut Updated all Visio Diagrams/Attachments for C2M

10/26/2017

Galina Polonsky Reviewed, Approved

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Attachments:Control Central Search

Dashboard

Account Financial History

Billing History

Admin Menu Installation Options

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Loan Service Agreement

Customer Contact Notebook

Account/Credit & Collection

Loan – Main

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